JUST XRM

Customer Service/Help

Support, data and privacy

How to get help, what data stays in your tenant, what leaves it, and how to erase or keep it.

For: Administrators, buyers and data protection officers

Getting help

Email support@justxrm.com. We answer on UK working days and aim to reply within one working day. Please include:

  • your environment's address (such as https://yourorg.crm11.dynamics.com) and the product's version (Power Apps > Solutions > JUST XRM Customer Service);
  • the case number or record you were working on, what you did, and what you expected;
  • a screenshot of any message, and the health check's reading from Administration > Setup > Getting Started.

Support covers the product working as these guides describe. It does not cover changes you have made to it, or Microsoft's own services. If you would rather we set it up for you, or need more than support, talk to us.

Updates

New versions come through Microsoft AppSource and the Power Platform admin centre, and you choose when to install them. An update keeps your data and your own settings: your business hours, SLA policies and targets, priority rules and Service Settings are never changed or duplicated, even if you have renamed them.

Your data stays in your tenant

JUST XRM Customer Service runs entirely inside your own Dataverse environment, in the region you chose for it. Your cases, contacts, emails, articles and ratings are yours and stay there. We do not receive, copy or hold them, and the product has no service of ours behind it.

What leaves your environment, and when

  • Emails you send, through your own Exchange mailboxes: replies, and the acknowledgement and satisfaction emails only if you turn them on in Service Settings (both start Off).
  • Teams alerts, only if you put an address in Service Settings > Teams Channel Alerts Address. Each card carries the case number, its title, the customer's name, priority, queue, owner and Resolve By (and, for a resolved major incident, its resolution), and goes to the Teams workflow at that address in your own tenant.
  • The Help button opens a page on www.justxrm.com in a new tab. Nothing about your records is sent.
  • Licence checks are Microsoft's: Power Platform checks each user holds a licence. When you buy, Microsoft tells us the organisation and the buyer's name and email, which our privacy policy covers.

Personal data in the product

The product holds what your service desk records: contacts (email to case makes one for a sender it does not know), their emails on case timelines, and satisfaction ratings and comments. You are the controller of that data. If you give us access to your environment for support, we act as your processor, only on your instructions and only for as long as the support needs.

To erase a person (a right to erasure request): a System Administrator deletes the email activities on their cases, then either deletes their cases and their contact, or keeps the cases and replaces the contact's name, email address and phone with something like "Erased". A contact that is still a case's Customer cannot be deleted until the case is changed or deleted, which stops a person being removed by mistake.

Retention: the product never deletes your data. Closed cases stay until you delete them. If your policy says to keep cases for a set time, add a Dataverse bulk deletion job (Power Platform admin centre > your environment > Settings > Data management) for closed cases older than that.

Auditing: the product's tables are ready for Dataverse auditing; turn auditing on for the environment (Settings > Audit and logs) to keep a history of who changed what.

Uninstalling

Uninstalling the solution removes the product and all its data: cases, articles, ratings, queues and settings. Export what you need first (any list's Export to Excel, or a Dataverse export), or take an environment backup in the Power Platform admin centre. Contacts and organisations stay, as they are Dataverse's own tables.

Limits worth knowing

  • The SLA check marks up to 5,000 open cases a run and posts at most ten Teams alerts a run; it runs again after the next case activity.
  • Recalculate Open Cases changes up to 500 cases a run (run it again to carry on).
  • Each dashboard figure counts up to 5,000 rows, and says so when it reaches that.
  • Business hours run within a day: an overnight shift past midnight cannot be set yet.

Accessibility

The product is a Power Apps model-driven app, so its forms, lists and navigation are Microsoft's accessible interface. Our own pages (Getting Started, the dialogs, the dashboards) use labelled controls and work by keyboard. If something stands in your way, email support and we will put it right.

More help

Quick start for administratorsInstall, give out licences and roles, and set up your service desk in about an hour.Quick start for agentsYour cases, the case form, replying, resolving and finding answers.Quick start for team leads and managersDashboards, service levels, workload and satisfaction.Working a caseFrom Log and Classify to Close: priority, due times, holds, resolving and cancelling.Email to case and acknowledgementsTurn a support mailbox into cases, tell customers their case number, and keep replies on the right case.Major incidents and duplicatesLink many reports of one outage, resolve them together, and merge duplicates.Problems and service requestsFind the root cause behind repeat incidents, and approve requests before fulfilling them.Knowledge articlesDraft, review and publish articles, use them on cases, and keep them up to date.Service levelsSLA policies and targets, business hours, bank holidays and what Breached means.Service Settings and sample dataEvery setting explained, and the sample service desk to try it with.

Not answered here? Contact us and a person replies, usually the same working day.